enterprise customer care tech 1 resume example with 12 years of experience
JessicaClaire
Montgomery Street, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Professional Summary
Customer Service professional with expertise providing customer support in high call volume environments with over 15 years in Customer Service and over 10 years in telecommunications. I have exceptional computer knowledge and skills. My focus is ensuring that all customers have a positive experience.
Skills
CompTia Security+
Skills
Cloud PBX | Salesforce | Time Management | Ability to Work under Pressure | Leadership and Development |
Teamwork | Interpersonal Skills | Critical Thinking | Accurate and detailed | Avaya Software | Coaching | Training |
Team Building | Flexibility | Project Management | 50 WPM Typing | Troubleshooting
Computer Knowledge
Microsoft Word | Excel | PowerPoint | Outlook | Access | OneNote |
Affiliations
Young Professional Network
Women’s Network
Black Employee Network
MyAbilities Network
Out-LGBT
Veterans Network
Asian Pacific Americans
Articulate, Leadership and Development, Troubleshooting
Avaya, Market, Typing
Basic, Meetings, 50 WPM
Benefits, Access, Video
Cable, Excel
Call center, Outlook
Coach, PowerPoint
Coaching, Microsoft Word
Interpersonal Skills, Enterprise
Computer Knowledge, Network
Concise, PBX
Consultant, Problem resolution
Critical Thinking, Project Management
Customer service, Quality
DNS, Real time
Documentation, Sales
Edge, Structured
Ethernet, Supervisor
Fast, Supervising
Features, Teamwork
Functional, Telephone
Hiring, Phone
Team Building, Television
Leadership, Time Management
Skills, Troubleshoot
Work History
02/2018 to Current
Enterprise Customer Care Tech 1Department Of Defense – Minneapolis, MN,
Responsible for assisting in taking inbound calls from Enterprise Business customers with account inquiries or
service issues; supporting all Small to Medium Business and Enterprise/Mid-Market services.
Strong knowledge of
Business Class Video, Internet, and Voice, along with Business Voice Edge, PRI/SIP Trunking and Metro Ethernet
services while providing and excellent customer experience.
Accurately documents problems including detection information, diagnostic results and repair information by
utilizing a variety of software applications to administer customer account information and diagnose and
resolve technical difficulties.
Effectively troubleshoot issues and equipment relating to connectivity, network, identifying configuration,
domain issues, and DNS problems.
Verifies network outages and escalates to appropriate fix agents to ensure timely resolution (Tier 2, field
operations, etc.) with a primary emphasis on a quality first call resolution.
Assists with Change of Service ticket reduction project with processing CR tickets and MACD orders for
Business Voice Edge and Small to Medium Business accounts.
Interfaces directly with customers to ensure their issue(s) are resolved and a superior customer interaction is
provided.
05/2015 to 02/2018
Peer Coach/Subject Matter ExpertComcast Residential Services – City, STATE,
Worked as a peer coach guiding and supporting 12-17 call center new hires in a blended environment.
Coached,
motivated, trained, developed and guided employee performance through a variety of mechanisms such as
observations, metrics analysis and feedback devices.
Utilized strong knowledge of customer systems, and leadership
skills to oversee and guide employees to meet performance and customer service objectives.
Maintained availability to my team including floor support, supervisor escalations, answering all questions,
hosting 1-on-1 coaching and provided real time feedback.
Conducted monthly telephone monitoring of customer service representatives’ calls to ensure quality
standards and expectations are being met.
Standards include professional demeanor with customers, accuracy
and efficiency of documentation, resolution of the issue, greeting and close of phone calls.
Partnered with management to oversee all aspects of performance, development and coaching and corrective
action of direct reports to encourage professional growth.
Directly responsible for hiring, interviewing, and coaching top performers and maintaining a high standard of
moral for the department.
Acted as a resource for colleagues to assist with on-boarding or nesting as well as current employees.
05/2009 to 02/2018
Customer Account SpecialistComcast Residential Services – City, STATE,
Worked in a high-volume call center environment taking inbound calls to troubleshoot internet, cable television, and
home phone services while also excelling company expectations to meet sales goals and providing an exceptional
customer experience.
Responsible for supporting, coaching, developing and supervising a group of 15-20 employees
thru the new-hire process.
Demonstrated functional skills to troubleshoot and resolve technical problems and other general account
inquiries over the phone in a single customer interaction to maximize the customer experience, with
demonstrated ability to articulate relevant information and directions in an organized and concise manner.
Demonstrated ability to establish and maintain effective relationships with customers.
Effectively gains the
customer’s cooperation to work through the troubleshooting process, ensuring customer problem resolution.
Worked in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain
computer in stressful situations and manage and diffuse angry or upset customers.
Product consultant, articulated product features and benefits and making the recommendations based on
customers’ needs/interest.
Ability to multitask between multiple tools and systems (knowledge base, team meetings, supervisor) and
apply information and knowledge to customer situations.
Education
Expected in 2021 to to
Certifications
NHCPS: Basic Life Support Certification, expires: Ashford University - Chicago, Il GPA:
Expected in to to
Bachelor of Science: Human Resources - , GPA:
Expected in 2005 to to
Associates of Applied Science: Medical Assisting Robert Morris College - Chicago, Il GPA:
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Resume Overview
School Attended
Ashford University
Robert Morris College
Job Titles Held:
Enterprise Customer Care Tech 1
Peer Coach/Subject Matter Expert
Customer Account Specialist
Degrees
Certifications
NHCPS: Basic Life Support Certification, expires